---
title: "KlicForge Inbox"
url: "/conversations/inbox"
description: "Handle live conversations from your phone — see which ones need a person, take over, reply, and get alerted the moment an agent asks for help."
productArea: conversations
audience: ["business-user", "admin"]
tags: ["conversations", "handoff", "notifications"]
lastReviewed: 2026-08-22
---
# KlicForge Inbox (/conversations/inbox)
The **KlicForge Inbox** is a small app for the one job the dashboard is awkward at: being on
call. It shows the conversations that need a person, lets you take one over and reply, and tells
you the moment an agent asks for help — from your phone, without opening the dashboard.
Open it at [inbox.klicforge.ai](https://inbox.klicforge.ai) and sign in with the same account you
use for the dashboard. Everything you can do there, you can still do in
the dashboard **Inbox**; the KlicForge Inbox app is a faster way to reach the same
conversations, not a separate set of them.
## Install it on your phone [#install-it-on-your-phone]
The Inbox is a web app, but it is meant to live on your home screen — and it offers to install
itself on the sign-in screen, before you sign in. Do that first and there is nothing to repeat
afterwards.
* **Android** — tap **Install**. That is the whole thing; the app opens already signed in once
you sign in.
* **iPhone and iPad** — tap **Show me how**, then follow the three steps: Share button, **Add to
Home Screen**, then open the Inbox from the new icon and sign in there.
On iPhone and iPad, an app on the Home Screen keeps its **own** sign-in, separate from Safari. So
if you sign in in Safari and install afterwards, the app opens asking you to sign in again — that
is Apple's behaviour, not a fault. Installing first means signing in once.
You can skip the prompt and sign in as normal. **Not now** only clears it for that visit — the
offer waits for you again above the queue list once you are in, and closing it there with the
**×** is what puts it away for good. Either way you can install at any time from
**Settings → Tip: install the Inbox**, or your browser's own **Add to Home screen** menu item.
On iPhone and iPad you must add the Inbox to your home screen **before** notifications can be
turned on — Apple only allows web apps to send notifications once they are installed. The Inbox
tells you this instead of offering a button that cannot work.
## The three queues [#the-three-queues]
The Inbox opens on a queue list. Each queue counts only conversations that are still running.
| Queue | What is in it |
| ------------------- | -------------------------------------------------------------------------- |
| **Needs Attention** | An agent has asked for a human and nobody has stepped in yet |
| **Live** | Everything currently running, whether the agent or a person is handling it |
| **Mine** | Conversations you have taken over and not yet released |
**Needs Attention** is the one to watch. A conversation lands there when an agent
[escalates](/channels/handoff) — because it could not help, or because the customer asked for a
person — and it leaves as soon as somebody takes it over.
## Taking over a conversation [#taking-over-a-conversation]
Open a conversation and select **Take over**. The agent stops replying and anything you send goes
to the customer as you. When you are done, **Release** it: hand it back to the agent, or close
the conversation if it is finished.
This is the same handover described in [Conversations](/conversations) — releasing lets the agent
pick up from the last unanswered message, and it can see what you said while you were in control,
so it will not repeat itself.
If a colleague has already taken a conversation over, you can see who has it. Owners and admins
can take it from them; members cannot, so a conversation someone is actively handling is not
pulled away underneath them.
## Chatting with your own agents [#chatting-with-your-own-agents]
The bottom tab bar also has a **Chats** tab — the same conversations you have with your own agents
from the dashboard's **Chats**, now on your phone. Pick an agent to start a session or continue one
you left off, with attachments, slash commands and voice notes all working the same as the
dashboard. See [Finding your way around](/getting-started/dashboard-navigation) for what Chats is
for and how it differs from the Inbox queues above — Chats is you talking to your own agents,
Inbox is everyone else's conversations with them.
## Getting alerted [#getting-alerted]
The Inbox asks to turn alerts on the first time you reach your queues — tap **Turn on alerts**
and your browser's own permission prompt appears. **Not now** puts it away for a week. You can
also turn them on at any time under **Settings → Notifications**, which is always available
whatever you chose in the prompt.
After that, when an agent asks for a human, your phone gets an alert naming the agent that
asked. Tapping it opens that exact conversation, ready to take over.
If you accidentally block notifications, no prompt can bring them back — browsers only let a site
ask once. The Inbox will tell you they are blocked and point you at your browser settings;
re-allow them there, then turn them on from **Settings → Notifications**.
Two deliberate details:
* **The alert never contains customer content** — no name, no message text. It arrives on a lock
screen, often in public, so it says only which agent needs help.
* **One alert per conversation, not per colleague.** If several people are on call for the same
agent, everyone is alerted, but nobody gets a stack of alerts for one conversation.
Turning notifications on registers the device for **every workspace you belong to**, so you do
not have to repeat it after switching. You can see and remove the devices you have registered
from the same screen — removing one stops alerts to that device everywhere.
The bell icon in the header holds the same feed a push alert draws from, so a notification you
missed — or read before you had a device registered — is still there to catch up on. Beyond the
initial escalation, you're also alerted if a conversation you're handling is reassigned, or if
the customer replies while you have it — see
[notification events](/organization/notifications#notification-events).
If you turned notifications on and nothing arrives, check that your browser has not blocked them
for the site. The Inbox says so on the Settings screen when that is the cause, because a blocked
permission cannot be re-requested from inside the app.
## Working across workspaces and accounts [#working-across-workspaces-and-accounts]
Tap the workspace name at the top of the queue to move between the workspaces you belong to. The
queues, the conversations and your permissions all follow. If you belong to only one workspace,
this stays out of your way.
You can also sign in with a second account on the same phone and swap between them from the same
panel — useful if you have a personal account and one from a client's workspace. Tapping a
notification switches to the right account and workspace before opening the conversation, so an
alert from one workspace never drops you into another.
Signing out signs out **every** account on that device, and the Inbox says so when you have more
than one. To move between workspaces or accounts, switch rather than sign out.
## Who can do what [#who-can-do-what]
| Action | Members | Admins and owners |
| --------------------------------------------- | ------- | ----------------- |
| See the queues and read conversations | Yes | Yes |
| Take over a conversation nobody is handling | Yes | Yes |
| Reply and release | Yes | Yes |
| Take over from a colleague who already has it | No | Yes |
## Related pages [#related-pages]
* [Conversations](/conversations) — the full history, summaries and traces
* [Escalate to human](/channels/handoff) — how an agent decides to ask for a person
* [Notifications](/organization/notifications) — every channel alerts can arrive on